Identity and Access Management Team Lead

Job Description The IAM Team Lead is responsible for leading daily Identity and Access Management operations for customer environments supported by Arraya. This role ensures IAM requests are processed accurately, on time, and in alignment with customer policies, compliance requirements, and established operational procedures. The IAM Team Lead provides oversight for: Provisioning Deprovisioning Access modifications Access reviews Escalations Audit support Documentation quality Team performance This role requires strong IAM operations experience, a solid understanding of SOX, ISO, GRC controls, role-based access, and the ability to lead a dedicated IAM team supporting 18 hours 5 days a week coverage model. Supervisory Responsibilities Directly manage IAM Analysts and oversee daily IAM operations. Conduct regular one-on-one meetings with IAM Analysts. Review workload, performance, and operational challenges. Approve time off and manage staffing coverage schedules. Oversee onboarding and knowledge transfer activities. Provide coaching, feedback, and professional development guidance. Facilitate cross training and role development initiatives. Promote accountability, compliance, and process adherence. Support hiring and interview activities for IAM resources. Escalate staffing, performance, and operational concerns appropriately. Responsibilities Manage and monitor daily IAM operations and ticket queues. Ensure provisioning requests are completed accurately and on time. Ensure deprovisioning requests follow customer compliance requirements. Oversee access modification requests across supported applications. Review and resolve IAM escalations impacting user access. Support access reviews and compliance validation activities. Support SOX and ISO audit walkthroughs and evidence requests. Ensure terminated users are disabled within policy requirements. Coordinate activities with customer stakeholders and support teams. Review IAM tickets for quality, approvals, and documentation. Maintain IAM SOPs, knowledge articles, and process documentation. Track ticket volume, SLA performance, and operational metrics. Identify process gaps and recommend service improvements. Support governance, operational, and compliance review meetings. Ensure adherence to customer access control policies. Validate IAM processes align with GRC requirements. Communicate operational risks and service concerns proactively. Support transition activities and knowledge transfer efforts. Requirements Expectations Meet or exceed IAM service delivery objectives. Ensure SLA compliance across all IAM work activities. Maintain audit readiness for SOX and ISO assessments. Drive high quality standards for ticket documentation. Resolve escalations promptly and effectively. Maintain consistent adherence to customer policies. Ensure operational coverage requirements are achieved. Deliver accurate operational and compliance reporting. Maintain up-to-date process and knowledge documentation. Foster team accountability and continuous improvement. Promote a customer-focused and security-first mindset. Support effective communication across all stakeholders. Model professionalism, integrity, and sound judgment. Preferred Qualifications and Experience 5+ years of Identity and Access Management experience. 2+ years in a lead or supervisory role. Experience managing IAM operational workflows. Strong understanding of role-based access control. Experience supporting SOX compliance requirements. Experience supporting ISO compliance programs. Experience performing access review activities. Familiarity with audit evidence collection processes. Experience working within ITSM ticketing platforms. Strong understanding of service levels and KPIs. Experience managing operational escalations. Strong written and verbal communication skills. Experience supporting customer-facing operations. Familiarity with Active Directory and Entra ID. ITIL Foundation certification preferred. Education Associate or bachelor's degree in Information Technology, or related field preferred. Equivalent IAM, security, or service management experience will be considered. Additional IAM, Microsoft, security, or compliance certifications are a plus. Position Type and Expected Hours of Work Full-Time Remote 40 hours per week Monday through Friday with the ability to support after hour escalations if needed. Ability to adjust schedule to support evening meetings. Support of an 18x5 coverage model as required. Schedule flexibility for customer meetings and escalations. Working Conditions and Physical Requirements Prolonged periods of working at a computer workstation. Ability to communicate effectively through multiple channels. Comfortable operating standard office productivity tools. Ability to participate in virtual meetings regularly.